Customer Service Lead: Call Center Ops & Growth

Tri-State Water, Power & Air Inc.; Cape Girardeau (MO); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid vacations

Paid holidays

Personal days

Health insurance

Dental insurance

Disability insurance

401k plan

Job summary

Tri-State Water, Power & Air Inc. in Cape Girardeau, MO is seeking a Customer Service Assistant Manager to lead our customer service department.

You will oversee daily call center operations, drive first-call resolution, and ensure a positive customer experience. The role requires proven call center leadership, experience in customer service and sales environments, strong data analysis with Excel, and familiarity with ServiceTitan or CRM systems.

Qualifications

• Previous call center leadership experience in a supervisory role.
• Experience in customer service and sales environments.
• Strong Excel skills for data analysis and reporting.
• Familiarity with database management and CRM systems.
• ServiceTitan experience is highly preferred.
• Strong leadership, coaching, and communication skills.

Responsibilities

• Drive daily performance of the customer service call center with focus on first-call resolution and customer satisfaction.
• Monitor call center performance and identify opportunities to improve efficiency and quality.
• Track, analyze, and report on key performance indicators (KPIs).
• Handle customer escalations and work toward timely resolutions.
• Train, coach, and support customer service representatives and call center agents.
• Oversee special projects and initiatives within the customer service department.
• Execute campaigns and help drive membership engagement and growth.
• Manage administrative tasks to support daily operations.

Skills

Call center leadership

Customer service

Sales experience

Excel

CRM systems

Leadership

Tools

ServiceTitan

CRM software

Database management

Data reporting

Job description

Tri-State Water, Power & Air Inc. in Cape Girardeau, MO is seeking a Customer Service Assistant Manager to lead our customer service department.

You will oversee daily call center operations, drive first-call resolution, and ensure a positive customer experience. The role requires proven call center leadership, experience in customer service and sales environments, strong data analysis with Excel, and familiarity with ServiceTitan or CRM systems.